This is our third year staying at Crystal Shores. ...

This is our third year staying at Crystal Shores. The unit is very nice and the location cannot be better. The first year we stayed at the unit with absolutely perfect.

Last year when we arrived we didn t have our linens which started our vacation off very rocky. I have two small children and the email I received said that we would get our linens before the end of the night but did not include an ETA so by 8 o clock at night when I still hadn t received them I went and bought my own to put the kids to bed. Village Realty made that situation right eventually and fully refunded the cost of the linens, the housekeeping package, and bought us dinner. We were a little apprehensive about spending the money on this condo again but hoped if something happened village reality would make the situation right since they came through in the end last year.

This year when we arrived the elevator was not working. This made arrival extremely difficult due to my three previous knee surgeries and the fact that I could not help my husband unload the car with all of our belongings. The elevator was out due to a lightning strike that also took out our Internet and our cable for the first 3 1/2 days of our stay. I was trying to be patient but it s hard when walking up the steps is very painful. With small children constantly wanting to go to the beach and then having to go potty or forgetting goggles or something and then up for lunch and back down and then out for ice cream we were going up and down the steps constantly. Village Realty didn t accepted any responsibility for what was happening or the fact that we were not notified prior to arrival. They said the unit did not tell them that the elevator was out. I don t know where the breakdown of communication was but when we arrived there was a note on the elevator saying we are aware of the problem and are currently working on it, so obviously someone was aware of the issue. If this had been told to us prior to our arrival we could ve made the decision about whether we still wanted to go down for vacation. We had travel insurance and this was a medical necessity for me.

Village did eventually credit us back an amount which was about the same as the linen inconvenience that only really lasted a day. This was an inconvenience that lasted the entire week and caused physical pain to me every moment that I was walking up the steps. The loss of an elevator should been in a different category since it s a medical necessity and considering we pay a premium for all the amenities listed on the condo. Oh the up side the condo was clean and the linens were there when we arrived this year.

It s hard for me to say definitively whether we will go back to Crystal Shores. The condo is perfect in every way but it makes me concerned the village really wasn t willing to work with me. There were other units that used a different reality company and they said their company was trying to get them significantly more than what we were offered in compensation. Just something to consider when we are booking next year. It s really disappointing because we love the unit that we stay in but I may have to shop around and see what else is available through a different reality company. It s a shame because we go down every year and I thought that we had finally found the perfect condo for our family.

Village reality. I saw your response and I appreciated talking to Everett and he did make every effort to help us but it was after the fact and we never actually had someone come and help us with the luggage because we had already brought everything up by the time we had talked to him. But he did make the offer for the groceries but unfortunately we had most of those already by that time as well.